About the job
Are you ready to join a fast-growing company with a strong mission to drive sustainability and innovation?
At CHG-MERIDIAN, we are pioneers in financial solutions and equipment management across the IT, Industrial, and Healthcare sectors. Our leasing solutions empower businesses with advanced technology while promoting sustainability throughout.
Role purpose:
The Customer Experience Specialist (CES) is a key operational and customer experience expert responsible for designing, implementing, and continuously improving customer-facing operational processes in Spain. Acting as a bridge between Sales, Operations, and Global/Regional Operations, the CES ensures that customer solutions are operationally viable, scalable, and aligned with Global Operations standards, while meeting customer expectations throughout the full lifecycle of a lease or service agreement.
The role combines operational consultancy, deal triaging, customer onboarding, process ownership, and participation in transformation and digitalisation initiatives. The CES is a critical escalation point for process-related topics and plays an active role in driving standardisation, simplification, and continuous improvement.
Key Responsibilities
Process & Operational Consultancy:
* Act as Subject Matter Expert (SME) during pre-sales and deal consultation stages, providing operational guidance to Sales and customers.
* Participate in customer meetings to explain, negotiate, and align on end-to-end operational processes.
* Ensure proposed solutions are compliant with Global Operations frameworks and operational best practices.
* Perform root cause analysis of operational pain points across the customer portfolio and promote standardisation and optimisation.
Operational Deal Triaging & Sales Partnership:
* Review, validate, and approve operational workflows in CRM systems.
* Classify deals and customer accounts as standard or non-standard and manage exception handling.
* Engage early with Sales on new opportunities to influence solution design from an operational perspective.
* Act as the operational representative in sales meetings and customer engagement activities.
Customer Onboarding & Process Handover:
* Lead or support customer onboarding by providing detailed walkthroughs of operational processes and systems.
* Introduce customers to key operational stakeholders upon deal confirmation.
* Ensure a structured handover of agreed processes to Operations, with full clarity and documentation.
* Support Sales during customer meetings to ensure continuity and alignment.
Process Ownership & Continuous Improvement:
* Ensure customer documentation (CIS, MLA, workflows, exception handling) is complete, accurate, and up to date.
* Own customer-specific operational processes across the lifecycle, including regular reviews and updates.
* Identify opportunities for simplification, automation, and removal of non-value-added activities.
* Contribute to the design of scalable and standardised operational models to support growth.
Customer, Sales & Operations Engagement:
* Act as main point of contact and escalation for assigned key customer accounts and Key Account Managers.
* Maintain continuous collaboration with Operations teams to resolve issues and share best practices.
* Work closely with Operations Team Leaders to review operational pain points and implement improvements.
* Provide regular updates to Sales and Operations on key issues, improvements, and process changes.
Transformation, Projects & Change Management:
* Support or lead customer experience, process optimisation, and digitalisation projects in Spain.
* Ensure alignment with SWEU and Global Operations methodologies, KPIs, and tools.
* Analyse customer feedback and operational data to identify improvement opportunities and define actions.
* Drive change management, workshops, training sessions, and communication routines to support adoption.
Required skills :
* Minimum 5 years’ experience in customer experience, operations, process optimisation, or project management.
* Strong understanding of end-to-end operational processes and system workflows (e.g. CRM, operational tools).
* Proven ability to influence stakeholders across Sales, Operations, and regional teams.
* Strong analytical, organisational, and problem-solving skills.
* Customer-centric mindset with a focus on standardisation and efficiency.
* Experience in international or multi-country environments.
* Fluency in Spanish and strong command of English.
* Nice to have: experience in leasing, financial services, asset or IT service operations; consulting background.
Shape the future with us!
Embark on an exhilarating journey with CHG-MERIDIAN, contributing to our technology2use vision. Make a real impact on the global economy through our innovative, digital, and sustainable business model. ♻️
Who we are?
As a leading global technology2use® | CHG-MERIDIAN AG company, we develop, finance, and manage customized technology usage models for the IT, industrial, and healthcare sectors. Independent from providers and with +40 years of extensive experience, our global community consists of more than 1,500 employees in 30 countries across the globe. Our headquarters are in Weingarten, Germany.
What we offer:
Competitive salary structure and other benefits